We're having a positive experience with Spiceworks here but it's at least partly "new relationship energy" -- you know, even the bugs are kinda cute. :-) I'm hoping to ride this wave and get other departments to use the ticketing system in Spiceworks for their own ticketing needs.

The Spiceworks configuration shows how to associate people with departments -- so Jane in Accounting always has "Accounting" associated with tickets she opens and so IT can justify to Jane part of its budget going towards her tickets, et cetera. What I'd like to do is associate *tickets* with departments, so when someone has a request or task for Jane they can send an email to "tickets-accounting" or some such and it'll get routed to an Accounting queue where Jane can work on it just like I work on her IT tickets.

One option would be to add a department custom attribute for tickets. Then set up aliases for each department on your email server for your Spiceworks help desk email. That would allow you to create Ticket Rules that could set the custom attribute to the correct department based on which email address the ticket was sent to. Then you could create Ticket Views for each department.

The downside of this whole idea is that anybody could view/edit any ticket; there's no way to limit what tickets a help desk admin can see.

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Our company just started using SW as a ServiceDesk instead of just an IT Helpdesk. The idea is that all dept's serving internally like HR, Marketing, Accounting, IT and so on will use Spiceworks to handle any incident.

After about 2 months with the new ServiceDesk our end-users are starting to get accustomed to the idea of sending all kind of enquiries to servicedesk instead of directly to staff in the different dept's. It's mostly IT, HR and Marketing that get the most tickets assigned.

The idea is for the users to see the benefit of one portal for sending internal requests, and that they will get a tracking number and follow up. The only adjustments we had to make was to create some custom groups, other than that SW suits our needs.

What do you do to sort out the requests and assign them to the different custom groups? Do you do anything automatically or is it all manual? I'm hoping for something quick and easy so I have as little training to do as possible.

Also, some tickets may be cross-disciplinary (imagine a new hire ticket that spends some time in HR and some time in IT) but those can be moved according to an established process so I'm not worried about them.

One option would be to add a department custom attribute for tickets. Then set up aliases for each department on your email server for your Spiceworks help desk email. That would allow you to create Ticket Rules that could set the custom attribute to the correct department based on which email address the ticket was sent to. Then you could create Ticket Views for each department.

The downside of this whole idea is that anybody could view/edit any ticket; there's no way to limit what tickets a help desk admin can see.